Technical Support Engineer

Experience


Incident Management

  • Professionally Greet Caller
  • Collect Incident Reporting Data
  • Determine Severity Level
  • Determine Scale Impact
  • Keep Current Status Up-to-date
  • Engage Required Groups
  • Drive Action to Resolution
  • Adhere to SOW Criteria
  • Adhere to SLA Criteria
  • Proper Ticket Completion Code

Remote Control Tools

  • Microsoft RDP
  • Skype
  • Microsoft Teams
  • TeamViewer
  • DameWare
  • ConnectWise
  • Chrome Remote Desktop
  • Splashtop
  • LogMeIn
  • GoToMyPC
  • and more…

Printers

  • Install Local Printer
  • Install Network Printer
  • Install Wireless Printer
  • Install Printer Drivers
  • Install Printer Firmware
  • Troubleshoot Printer
  • Facilitate Provider Support
  • Monitor Service Call Status
  • Drive Service Call to Completion

User Profile Management

  • User Profile Creation/Login
  • Common Start Pinning
  • Taskbar Pinning
  • Network Drive Mapping
  • Network Printer Installation
  • First Launch Purges
  • Clock Setting
  • Timezone Setting
  • Region & Language Setup
  • Power Settings
  • Default Apps Setup
  • Internet Options
  • Cloud Storage Check
  • VPN Testing
  • Outlook Mailbox Setup
  • Office 365 Checks
  • Domain Verify
  • Internet Connectivity
  • Intranet Access
  • WiFi Connectivity
  • Display Settings
  • and more…

User Data Management

  • Manual Profile Data Backup
  • Manual Profile Data Restore
  • Macrium
  • Acronis
  • SyncBack
  • Rclone
  • GoodSync
  • and more…

Support Methods

  • In-Person
  • Phone
  • Email
  • Chat
  • Remote Control

Remote Worker Tools

  • Cisco AnyConnect
  • FortiClient
  • Pulse Connect Secure
  • OneDrive
  • Google Drive
  • Box Drive
  • DropBox
  • Mobile HotSpot
  • Snagit
  • Camtasia
  • ScreenPresso
  • Slack
  • Zoom
  • Whiteboard
  • Evernote
  • Skethboard
  • OneNote
  • Krisp
  • Basecamp
  • and more…

Software Install/Functional

  • Microsoft
  • AutoDesk
  • ServiceNow
  • Aspen
  • SAP
  • Adobe
  • Google
  • Techsmith
  • Affinity
  • Java
  • JetBrains
  • FreshWorks
  • Oracle
  • VMware
  • and many more…

Hardware

  • Install Hardware
  • Install Hardware Drivers
  • Install Firmware
  • Troubleshoot Hardware
  • Facilitate Provider Support
  • Monitor Service Call Status
  • Drive Service Call to Completion

This list, as you would assume, is not a complete list. There are many more tasks and skills in relation to desktop support. This does, and should give solid evidence that I have the skills needed to handle any situation in desktop support role. If I cannot fix and resolve issue myself, I know what to do, where to look to find the answer and get resolution to any issue that I may be presented with.

Truly Yours: Wayne Burlingame